Success Story

Suddenlink Communications

Solution

About

Suddenlink

Suddenlink was established in February 2003 and serves more than 1.4 million residential and business customers in Texas, West Virginia, Louisiana, Arkansas, North Carolina, Oklahoma, Arizona and elsewhere. Suddenlink is committed to bringing customers the fastest Internet, most advanced TV services, phone and other services, all while providing superior customer care.

Impact

Streamlined

Incident and email management

Robust reporting

Team and individual agent reporting

Personalized

Personalized and branded customer responses

Experience

“The team at CPI has been exceptional to work with. Anyone in this industry knows that migrating to a new platform can be stressful, but the CPI team went above and beyond to provide us with highly responsive and consistently outstanding service and support. They really are top-notch!”

Greg Ewton | Senior Manager for iCare | Suddenlink

Story

The Challenge

The 48 agents in Suddenlink’s iCare department (where all customer chat and email conversations are routed) had been using Oracle ATG. In spite of some of its limitations, the software had served the department well. However, following ATG’s announcement of a December 2015 end-of-life deadline, Suddenlink decided to migrate to Oracle Service Cloud (Oracle’s next generation customer experience platform).

With iCare’s primary focus being on chat and inbound email customer care, Suddenlink was looking for a smooth and seamless transition to Oracle Service Cloud. In addition, they wanted to achieve increased agent efficiency, provide a better customer experience and automate customer communications.

The Solution & Results

Ultimately, Suddenlink chose CPI, an Oracle Service Cloud specialized partner, to help with the migration from ATG to Oracle Service Cloud. Greg Ewton, Suddenlink Senior Manager for iCare, explains, “The platform has a familiar feel since it’s based on Windows, and the feeling was that it would be easy for my agents to use.” Equally important was selecting a company experienced with migrating from ATG to Oracle Service Cloud. “Not only is CPI an expert in Oracle Service Cloud, but they are one of the few partners in the United States who is well-versed in the latest skills-based routing functionality,” Greg says.

Since implementation, Greg and his iCare agents have noticed improvements in the following areas:

Robust reporting (team and agent reporting now available)

Personalized and branded customer responses

Insightful work space information

Streamlined incident and email management

Here are Greg’s tips for those migrating from ATG to Oracle Service Cloud:

Find an Oracle Service Cloud partner, like CPI, who has experience implementing both ATG and Oracle Service Cloud. Choosing such a partner who can truly understand what you need through the migration process enables you to customize the platform to your organization’s specific needs.

Establish buy-in from key players (IT, operations and marketing).

Test drive the new product – Have the product demonstrated for your team, and make sure any unfamiliar terms are explained.

“In every interaction I’ve had with CPI, I can tell they genuinely care about us and our customers’ experience.” – Greg Ewton